Head of Customer Activation & Growth
Edinburgh (Hybrid: 3 days office / 2 days remote) | Full-time | Leadership role
Salary: £40,000 - £50,000 depending on experience
We’re Grafterr and we’re on a mission to deliver award-winning tech to power the world's digital commerce revolution. We empower restaurants, hospitality venues, and small businesses to totally rock their customer service, generate more sales, and make running their businesses as easy as pie with cutting-edge digital ordering, payment, and business management tech.
We’ve built a game-changing SaaS + FinTech platform, and now we’re entering our next phase of growth — transitioning from a sales-led strategy to a product-led growth (PLG) model, starting with our next-generation product: As our Head of Customer Activation & Growth, you will be responsible for all aspects of the customer journey post-acquisition. With the launch of our new product and a strategic shift towards product-led growth (PLG), we’re seeking an experienced and dynamic leader to accelerate revenue expansion by successfully introducing and integrating Grafterr’s product ecosystem into the workflows of our most engaged users.
In this pivotal role, you will own and scale the customer onboarding, activation, and success function, ensuring your team delivers seamless product adoption, technical support, and account management. Your objective: ensure every customer not only derives value from our platform but becomes a long-term, engaged user.
Collaborate with Management, Marketing, Product, and Data teams to define activation metrics, power user behaviour, and product-qualified leads (PQLs).
Analyse user behaviour to identify product friction and work with the development team to drive product conversion.
Establish processes for in-product messaging, email triggers, tutorials, webinars, and help centre content.
Own retention, renewals, churn mitigation, and overall account health.
Own Net Revenue Retention (NRR) targets, with accountability for expansion revenue through upsells and cross-sells within the Grafterr ecosystem.
Define and execute playbooks for growing accounts based on behavioural signals, plan usage, and milestones.
Work directly with high-value, multi-location clients to design rollout plans, ensure smooth implementation, and expand product usage.
Work closely with Sales on handoffs, lead routing, and strategic account expansion.
Define KPIs, dashboards, and success metrics to track your department's performance.
Present growth and retention data regularly to leadership and stakeholders.
Strong commercial acumen with experience in revenue growth through cross-sell/upsell motions.
Exceptional relationship-building skills with both internal teams and external clients.
A strategic mindset with an ability to execute — hands-on, data-driven, and customer-obsessed.
A strong understanding of the key metrics you’d use to track and improve customer operations, harnessing and leveraging key data points.
Desire to help mentor and develop other members of the Customer Success and Support team.
A competitive salary
An employee share scheme – you’ll own a part of our company!
Paid training courses to learn and develop new skills
Remote working 2 days a week
Flexible working hours
Office perks such as table tennis, office drinks, darts, team lunches, flexible hours, and casual dress to name a few
Regular office socials